arys
1dcfaf46cf
Phase 2 of the L1->L2 routing engine (Phase 1: MR!4). - ami_loop() now also captures native AMI DialEnd/Hangup frames (not only UserEvent), needed to detect that an escalated agent did not answer. No dialplan change required - Redirect already routes the client channel into an existing Dial()-based transfer context, so Asterisk emits these events on its own; the listener just wasn't reading them before. - retry_escalation_no_answer(): on NOANSWER/BUSY/CANCEL/CHANUNAVAIL/ CONGESTION, releases the non-answering agent, excludes it, and reserves+redirects to the next available agent via the routing engine's existing exclude_agent_ids support. Exhausted pool marks the escalation failed and leaves the call with the AI instead of dropping the client (ТЗ §32). - Agent status now actually moves through RESERVED -> RINGING -> TALKING -> AFTER_CALL_WORK -> AVAILABLE instead of staying stuck on RESERVED for the whole call; a new acw_sweep_loop background thread (same pattern as the existing failed_retry_loop) times out AFTER_CALL_WORK back to AVAILABLE. - escalations gains attempt_count/real_agent_id/attempted_agent_ids_json (migration 0033); fixes a latent bug where assigned_agent_id stored the SIP extension instead of the real agent_id despite routing-service already returning it in RoutingAgentReserveOut. - Every transition now records an interaction timeline entry and publishes the ТЗ §25 event catalog (AgentReserved/AgentRinging/ AgentNoAnswer/AgentConnected/TransferCompleted/TransferFailed) through the existing emit_voice_event/EventOutboxRow idempotent path. Not in this MR (see plan): SLA config, Callback, L3 (needs real technical agents from the business), metrics.
5 lines
307 B
SQL
5 lines
307 B
SQL
ALTER TABLE escalations ADD COLUMN attempt_count INTEGER NOT NULL DEFAULT 0;
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ALTER TABLE escalations ADD COLUMN real_agent_id TEXT;
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ALTER TABLE escalations ADD COLUMN attempted_agent_ids_json TEXT NOT NULL DEFAULT '[]';
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CREATE INDEX IF NOT EXISTS ix_escalations_real_agent_id ON escalations(real_agent_id);
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